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Title: Very Disappointing – Withdrawal Has Been Refused for Months!

I have been trying to process my withdrawal of [Amount] at this casino for months, but nothing is happening! Even though I have submitted all the required documents for verification (KYC), I am constantly given empty promises or completely ignored.

The customer service is extremely poor: no clear answers, no transparency, and no willingness to resolve my issue. It seems as if they are deliberately trying to delay the withdrawal.

I have adhered to all of the casino's requirements, but even after multiple inquiries, I receive no solution. Such behavior is unacceptable and shows that this casino apparently does not follow a legitimate business model.

I will now contact the appropriate licensing authority and report the casino on platforms such as AskGamblers and CasinoGuru.

Conclusion: I cannot recommend this casino – withdrawals are not processed, and customer service is a complete failure. Stay away!

Titel: Sehr enttäuschend – Auszahlung seit Monaten verweigert!

Ich versuche seit Monaten, meine Auszahlung in Höhe von [Betrag] bei diesem Casino durchzuführen, doch es passiert einfach nichts! Obwohl ich alle geforderten Dokumente für die Verifizierung (KYC) eingereicht habe, werde ich ständig vertröstet oder komplett ignoriert.

Der Kundenservice ist extrem schlecht: Keine klaren Antworten, keine Transparenz und keinerlei Bereitschaft, mein Problem zu lösen. Es scheint, als wolle man die Auszahlung absichtlich hinauszögern.

Ich habe mich an alle Vorgaben des Casinos gehalten, aber selbst nach mehrfacher Nachfrage erhalte ich keine Lösung. So ein Verhalten ist inakzeptabel und zeigt, dass dieses Casino offenbar kein seriöses Geschäftsmodell verfolgt.

Ich werde mich nun an die zuständige Lizenzierungsbehörde wenden und das Casino auf Plattformen wie AskGamblers und CasinoGuru melden.

Fazit: Ich kann dieses Casino nicht empfehlen – Auszahlungen werden nicht bearbeitet, und der Kundenservice ist ein Totalausfall. Finger weg!

Dear Samirber,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been successfully verified?

When was the last time you communicated with the casino customer support and what was your conversation about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have deposited everything and still don't get a message even though I have deposited and written everything several times

habe Alles hinterlegt und bekomme immer noch keine naricht obwohl ich alles mehr Mals hinterlegt und geschrieben habe

Thank you for your reply. Could you please specify exactly which documents you provided to the casino?

Additionally, before we proceed with the investigation, kindly forward all communication between you and the casino’s customer support regarding your verification process to veronika.f@casino.guru.

Please note that we can assist you effectively only if you cooperate with us to the best of your ability.

I gave them my Traderepublik bank details and didn't know that I could only transfer money using bank names that were linked to me. The money was transferred back and I gave them new bank details and still haven't received a cent and despite 1000 emails I haven't received a response.

Habe meine traderepublik bankdaten abgegeben und wusste nicht das ich nur mit banknamen die auf mich bezogen sind überweisen kann. Das Geld wurde zurück überwiesen und habe ihnen neue bankdaten gegeben und bis jetzt immer noch kein Cent bekommen und trotz 1000 emails nicht eine Antwort zurück erhalten

Am I correct in understanding that you have deposited money into your casino account using payment methods that do not belong to you?

No, only I can transfer to the bank account with my name

Nein das nur ich auf den Bankkonto überweisen kann mit meinen Namen

I understand now, thank you. You are correct—when playing at an online casino, it's crucial to use only payment methods registered in your name for both deposits and withdrawals.

Could you please confirm how many withdrawal requests are currently pending in your account? Ideally, please send me a screenshot of your transaction history for reference.

So far no more just needs to be transferred to the account I sent to you

Bis jetzt keine mehr muss nur noch überwiesen werden auf das Konto was ich ihnen zu geschickt habe

I have not received any emails from you yet. Please double-check if you filled out the correct email address: veronika.f@casino.guru.

Also, please send me the screenshot of your withdrawal history so that we can check when exactly you requested your winnings to be paid.

I sent them everything that it hadn't arrived, since when I requested it and to which account it should be transferred

Habe ihnen alles geschickt, das es nicht angekommen ist, seit wann ich es beantragt habe und auf welches Konto es überwiesen soll

I understand that you have contacted the casino multiple times. However, we at Casino Guru have not received any emails from you yet.

To proceed with the investigation of your issue, could you please forward us the documents you sent to the casino along with any relevant communication you have had with them at veronika.f@casino.guru? Without sufficient evidence, we won’t be able to escalate your complaint any further.

Thank you for your cooperation.

Dear Samirber,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.